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KNOWLEDGE CENTRE /FAQS

Find the answers you need to questions you may have about our wide range of products and services.

FAQs ON USSD

Why do I keep getting the error you currently do not have access to this service. Please contact your bank for assistance. Thank you.

Ensure account is funded with at least N20 and above. Once this has been confirmed and error persists, it is likely account is on PND, please contact our customer support lines.

Why do I keep getting the error you have been denied access, pls contact the bank?

Your phone number is blacklisted. Please visit the branch to give a written instruction for phone number to be whitelisted.

I dialed the USSD code and got this response "To open Easy Account, select your ID Type
1.National Identity Number"

Ensure you are dialing the code *329# from the mobile number that is registered on your account.

Why do I keep getting this on 329 “You Have Not Given Consent to Proceed for USSD Banking. Session Will Be Closed. Thank You”

You may have declined or not accepted the consent screen that was presented by the Telco.
Dial the *329# code again, and accept the consent to proceed

MTN: Press 1 to Accept and proceed
Airtel: Press 329 to accept and proceed.
GLO: Press 1 to accept and proceed.
9Mobile: Press 1 to accept and proceed.

I keep getting this error- 329 due to maximum pin tries exceeded

You may have repeatedly entered the incorrect pin. You can unblock your profile using an active card on your account,

Dial*329*0#" and select option 1 reset pin,
input 4 digit pin of the ATM card,
create new 4 digit pin for 329, the pin will be successfully changed and 329 platform will be unblock.

Please make use of the new pin just created.

I keep getting the error message "incorrect pin".

Customer may have used the same pin as the transaction code and transaction password. You may go ahead to create a transaction code once initiating more than 20,000 naira
If you have an active card;
Please create a transaction code by

dialing *329*0# and selecting option 2(Create/reset transaction code)
ATM masked card pan will be displayed,
input your ATM card pin,
create a transaction code and then reconfirm their 329 PIN.

Enable/ Disable Transaction

You may have disabled transfer right on the code.

Dial *329#
Select option 9 self-service
Select option 5 for the next page
Select Option 1 to enable/disable transaction
Select option 1 to enable transaction or 2 to disable transaction
Enter your ATM card pin

Financial Transactions will be enabled/disabled from your USSD account.

FAQs ON FRAUD

CARD TRANSACTIONS

Q - What should I do if my card is lost or stolen?
A - Block the card immediately through the USSD code or by contacting support. Request a replacement if necessary.

Q - Can unauthorized card transactions be reversed?
A - Reversals depend on the transaction type and investigation outcome.

Q - How can I prevent fraud on my card?
A - Keep your card details, PIN, Cvv, card pan confidential.

Q - What should I do if my card is used fraudulently
A - Report the fraudulent transaction to our contact support immediately. Block your card via the USSD or contact support to prevent further misuse.

USSD

Q - Can I block my account(s) using the USSD code?
A - Yes, you can block your FCMB accounts using USSD. Simply dial *329*911# from any phone number, select option 2 the "Block bank account" option for account block and option 1 "Block USSD account" input account number, your USSD PIN and the account will be blocked.
Do not hesitate to contact us if you have any further questions or require additional information.

Q - What do I do if I lose my phone number, SIM or phone?
A – Immediately contact FCMB Support to deactivate USSD access and secure your account.

Q - What do I do if I lose my phone number, SIM or phone? What do I do if I am getting unauthorized debits
A - Dial the USSD code to block your account immediately and report the incident to FCMB Support with transaction details.

NEW MOBILE APPLICATION

Q - What do I do when I get unauthorized email notifications?
A - Contact FCMB Support immediately to deactivate your profile on the application.

Q - How do I report a lost or stolen device linked to my app?
A - Contact FCMB Support immediately to deactivate the device from your account and prevent unauthorized access.

Q - What do I do if I disclosed my passwords, PIN or username?
A - Immediately change your password and contact FCMB Support to temporarily restrict your account.

Q - What do I do if I receive a call from a fraudster and an OTP to be called out on the call
A - Do not disclose your personal information to any third party.

Q - What do I do if I am getting unauthorized debits?
A - Immediately change your password and contact FCMB Support. Provide the transaction details for review.

FAQs ON NEW MOBILE

Why do I keep getting the error we are temporarily unable to complete your login process?

Please call our Contact Centre on 0700 329 0000 for your login process to be completed.

I tried logging to the application and I got inactive Username response

You may not be able to access the application because it has not been used for a while
Please log in to internet banking first via https://ibank.fcmb.com/ with your username and password then you can access the app.

Why do I keep getting the error Invalid account reference?

Please call our Contact Centre on 0700 329 0000 for this issue to be resolved.

I just got this error-Customer is unable to register

Please visit our internet banking via https://ibank.fcmb.com/ to set up your profile.

I keep getting error-Profile deactivated due to 3 failed login attempt

The password entered is incorrect. Please use your card or OTP to reactivate your account.

Why do I keep getting this response-This device is already registered on the platform?

Please visit any of our branches to provide a written instruction for this issue to be resolved.

I keep getting error-invalid account number

The account number entered is incorrect. Please enter the correct account number

I keep getting error we are currently unable to retrieve your account

Please call our Contact Centre on 0700 329 0000 for this issue to be resolved.

Why do I keep getting this response on the app- Account entered does not belong to the specified username?

Please call our Contact Centre on 0700 329 0000 for this issue to be resolved.

Why is my app profile blocked?

Please visit any of our branches to provide a written instruction for your mobile banking profile to be unblocked.

Why do I keep getting error device blocked due to 6 failed login attempts?

Please visit any of our branches to provide a written instruction for your device to be unblocked.

I got this error- please enter the correct username and/or password

Please enter the correct credentials. If you do not remember, please follow the below steps to retrieve credentials:

FOR PASSWORD

Click on forgot credential
Click on forgot password
Enter your Username
Click next
Enter the first 5 digits and last 4 digits of your card and click submit
Enter Card Expiry date, and click “Submit”
Enter card PIN and a new login password will be sent to your registered phone number
If customer does not have an ATM card, click the "Get OTP option"
Input the OTP sent to your registered mobile number in the space provided and click submit
Click continue and enter the received password on the login page

FOR USERNAME:

Click forgot credentials
Click on forgot username
Enter the Account number
Click next
Enter the first 5 digits and last 4 digits of your card, click submit
Enter your card PIN and your Username will be sent to your registered email address
If the customer does not have an ATM, click the "Get OTP" option
Input the OTP sent to your registered mobile number in the space provided and click submit
Click continue and enter the username received on the login page.

FAQs ON FAST CASH

Why is my OTP not dropping?

Telecommunication issue, kindly try again later.

I made a successful request but did not get the money.

Please request a lower amount & reapply later.

How can I check my Fast Cash loan balance?

Click here to watch the step-by-step procedure.

How can I Repay my Fast Cash loan?

Click here to watch the step-by-step procedure.

I initiated repayment but was not successful.

Please try again later.

Why am I not getting 400,000?

Your eligible amount is based on your transaction on your account, transact more and continue to use the loan for a higher loan offer.

Your question is not captured here?

Click here to know more.

FAQs On Account Reactivation Process

Can I reactivate my account at any FCMB branch?

Yes, you can. Simply visit our nearest branch with a copy of valid ID card and recent utility bill and fill an Account Reactivation Form

Can I reactivate a corporate account with new signatories?

Yes. However, a copy of the Certificate of Incorporation as proof of the new signatories must be provided before account can be reactivated.

How can I update my account??

To update your account, please visit the nearest FCMB branch.

FAQs on Domiciliary Accounts

Can I pay funds into my Domiciliary Account from overseas?

Only payment made into an oversea account with an instruction to credit your domiciliary account in Nigeria may be processed.

FAQs on Education Investment Plan

Can I change the name of the beneficiary?

Yes, a customer can change name of beneficiary at any time

FAQs on Salary Accounts

Can I pay cheques from other banks into my Salary Current Account?

Yes. However, submission of documentation such as a valid means of identification (ID), utility bill and 2 valid references are required for this.

Can my salary be paid into my Savings Account?

Yes. All you need to do is give your Savings Account number to your Employer as your preferred salary account.

Can I continue to use my Salary Account after resigning from the company?

Yes. However, submission of documentation such as a valid means of identification (ID), utility bill and 2 valid references are required for this.

FAQs on Target Savings Account

Can I open a Target Savings Account in Euro?

No. Currently, Target Savings Account is only available for savings in Naira and US Dollars

FAQs on Statement of Account

Can I generate my Statement of Account online?

Yes, if you have registered for Internet Banking. You can also generate your account statement on *329 or contact the Contact Center to request for your Account Statement.

FAQs on Travel Allowance

Can a company apply for Business Travel Allowance / Personal Travel Allowance on behalf of a non-signatory / staff?

Yes. Visit the nearest FCMB branch to apply

FAQs on Internet Banking

What is FCMBOnline?

FCMBOnline is our 24/7 online banking service which allows you carry out banking transactions from the convenience of your home, office or any location anywhere in the world. All you need is an internet enabled device – phone, desktop computer, tablet or laptop. More and more people are discovering the benefits of online banking, with new customers signing on daily.

FCMBOnline is available for individual and corporate customers (link to respective internet banking login page)

What type of transactions can I carry out on FCMBOnline?

Most of the transactions carried out in the banking hall can be carried out via FCMB Online. These include:

24/7 access to your account, which allows you conveniently carry out banking transactions from the comfort of your home, office and anywhere you are in the world
Transfer funds from your account to any account anywhere in the world (USD and GBP)
Online real-time account monitoring facility – check your balance, monitor transactions, print your account statement and print your transaction receipts
Bills payment – you can pay your Custom Duty, DSTV, GOTV bills, as well as purchase airtime and much more
Request for Cheque book, bank drafts and debit cards
Easy access to bank information and products i.e. loans and credit cards.
Request, confirm and stop cheques
Change password and update your login details.
Single view of ALL your FCMB accounts showing available balances including credit cards, loans and deposits accounts.
And so much more…

Can I still use my branch for manual transactions?

Yes, you can. You will be able to carry out a range of transactions online, but still have to visit a branch for some transactions such as depositing cash and cheques.

What is the registration process for online banking?

This service is automatic for all new customers once ticked in account opening form. Existing customers can register for this service following the steps below:

Steps to Register for FCMBOnline

Visit www.fcmb.com
Click on FCMBOnline: Personal Version
Click Register
Read and accept the terms and condition
Enter your Account details
Account Name
Mobile Number (as registered with the bank)
Email Address (as registered with the bank)
Select a New Login Name (your preferred name for logging in to FCMBOnline)
Select Debit Card preference:
- Click Yes, if you have a Debit Card and enter your card PAN (16-19 digit number)
- Click No if you don't have a debit card and continue (please note that where the card number is not provided, you will be placed on “View Mode Only”, pending when card PAN is supplied)
Click Submit to register your form

Once the steps above are completed, you will receive your login credentials immediately – your Username is sent to your registered phone and Password to your registered email address.

Login with the received details, then change your password, generate your transaction password and change your default transaction password to your preferred transaction password. After this, you are ready to start carrying out your online transactions!

I got a text messages saying I have been profiled for Internet Banking, but am yet to receive my Username and/or Password?

Profiled customers should check their email (including spam / junk / bulk mail folders) for their log in details. Where customers still can’t locate their details, kindly Contact Us to request a reset. (link to Contact Us page)

I have more than one account. How many of them can I view on FCMBOnline?

All your accounts are automatically added to your profile once you are set up on the platform (including loan accounts). If any of your account is not profiled on the platform, please Contact Us. (link to Contact Us page)

Can I operate both Personal and Business Accounts on FCMBOnline?

Yes you can. For personal banking, all your accounts will be displayed. For example; if you have 2 current accounts and 1 savings account, you will be able to view all three accounts. A separate online banking for business account holders now exist, it’s called FCMBOnline (Business Version), or Corporate Internet Banking.

How secure is FCMBOnline?

The security of your accounts and transactions is our number one priority. FCMBOnline uses the state-of-the-art encryption technique and fraud detections systems, which ensure your transactions are secure and you can enjoy the benefits of convenient banking wherever you are. The security system and technologies utilized to guarantee customer security when using FCMBOnline include:

128 bit data encryption between your computer and internet banking system.
Keypad for PIN entry to guard against password cloning.
The use transaction code to complete a transaction.
Secret questions and answers.
User name and Password

In addition to the measures put in place by the bank to guarantee your security when using FCMBOnline, there are important steps that you can personally take to help ensure your accounts remain safe and secure:

Never share your sign-in details with anybody
Never respond to emails that ask you to supply your sign-in details. These are known as phishing emails and we would never email you asking you to supply your sign in details

I can’t remember my Username or Password or answers to my Security Questions

Can’t remember Username

If you cannot remember your log in Password or Username, kindly Contact Us to request a reset. (link to Contact Us page)

Can’t remember Password

If you cannot remember your login password, after inputting your Username, click the “Forgotten your password” link, which will take you to a page that requests for your “Login Name” and “Any Secret Answer”. An email containing a default password will be sent immediately to your registered email address. You are advised to login with the default password and change the default password to any password of your choice.

Can’t remember answers to Security Questions

If you are already logged in and can’t remember your security answer, click on the Get secret answer link. An email with one of your secret answers will be sent to your registered email. Once you are logged on to the platform, click on the Home option menu and click on Security questions. This will display all your security questions and you will have the option of requesting for your secret answers or changing your secret questions.

What is Authentication Code?

Authentication Code is an automatically generated numeric passcode that enables you carry out transactions with your online account. Authentication codes are required only for highly sensitive transactions such as funds transfers, Airtime Purchase, Bills Payment etc.

How do I generate Authentication Code?

Authentication code can be generated in any of the following two ways:

System generated code: authentication code is automatically generated via the system and sent as an SMS to the customer’s phone. Once received, the customer should insert the 8-digit code in the space provided for authentication code.
Hardware Token: the Hardware Token is a small mobile device (key holder-size), which is used to generate a one-time passcode to enable you carry out transactions requiring a higher level of authentication. Once generated on the hardware token, the customer can insert the 6-digit code in the space provided for authentication code.

How do I use Hardware Token?

To use your Hardware Token, simply follow the below steps:

Press the play button at the bottom left of the Hardware Token and a 6-digit code will appear.
Enter the numbers onto the tab provided on your transaction page for authentication code
Click Transfer / Pay button to conclude your transactions.

How can I get a Hardware Token and what is the cost?

You can get a token from any FCMB Branch or contact our customer service team on 0700 329 0000. However if you are outside the country, you can request for one but will be charged for courier fees. This will vary depending on your location.

Can the Authentication Code expire?

The SMS authentication code will expire if not used within 5 minutes, while the Hardware Token expires in 10 seconds. In this case, you will be required to generate another one-time-pass code which will be different from the previously generated code.

SMS Authentication Code is not delivering to my phone

Kindly Contact Us to resolve this. Please be aware that phone numbers that have been recently ported to a different network may face challenges with code delivery. (link to Contact Us page)

I am getting an error message on my Hardware Token – “Invalid Token”. What do I do?

Kindly generate another token. If the issue persists, please Contact Us to request a reset. (Link to Contact Us page)

How do I generate Transaction Password?

To generate your Transaction Password, simply follow the steps below:

Login to FCMBOnline with your User ID and Password (link to FCMBOnline login page)
If the account was registered without card PAN Details, call Contact Centre to take you off View Only mode
Click the Transaction Password link on the Home Options menu
Fill in the correct answer to the displayed security question
Input the Login password
Click the Reset button.
A new transaction password is generated and sent to registered email address and the inscription “transaction password changed successfully” is displayed on the screen. Check the junk box too for the default transaction password.
Input the default transaction password sent to the registered email (It’s advisable to copy and paste the default transaction password to avoid any error).
Determine and input the New Transaction Password (password of your choice) and confirm the new transaction password by inputting it a second time
Click Change.
Transaction password changed successfully” is displayed on the internet banking page.

How can I change my Transaction Password?

Login to FCMBOnline with your User ID and Password (link to FCMBOnline login page)
Click on the Transaction Password link on the Home Options menu
Fill in the correct answer to the displayed security question
Input the Current Transaction Password
Input the New Transaction Password and confirm the password by inputting it a second time
Click the Change button
Transaction password changed successfully” is displayed on the internet banking page.

How do I transfer money to others?

Click on transfer within FCMB or outside,
Select the account you want to transfer from
Input the beneficiary’s account number, click on Confirm Account Number
Input the amount you want to transfer
Input the narration or purpose of transfer
Click on Continue
Input your transfer password and authentication code sent you via SMS or Hardware token
Click on Transfer

How do I transfer money between my FCMB accounts?

Click on the Transfer funds (within FCMB) menu
Click on the To own Account link.
Select the account number to be debited and account to be credited
Input the transfer amount and transfer memo
Click Continue.

What is the maximum amount I can transfer on a daily basis?

The daily default limit is N1,000,000 (One million naira only), while one time transfer limit is N500,000 (five hundred thousand naira only). The daily limit and one time limit can both be increased on your request. Kindly Contact Us to request a limit increase (link to Contact Us page)

What happens if I initiate an interbank transfer with the wrong recipient details?

Where wrong account details don’t exist, the transaction won’t go through, as the system will be unable to recognise the account number. Thus, the transaction would be automatically reversed.
You have to confirm the recipient account number before initiating the transaction. At this point you are encouraged to check the account details to ensure it is correct.

What are applicable charges for transfer?

Account to self - No charge
Third party (intra-bank) - No charge
Inter-bank – N70 for amounts less than N500,000 and N100 for amounts between N500,000 and N9,999,000 and N500.00 for amounts above N10,000,000.00

Inter Bank - N105 for transactions between N1.00 – N9, 999,999.00 and N525 for transactions for N10M and above

DSTV/GOTV – N100

DST/GOTV – N105

How do I block my Debit Card?

Under the Manage Request menu, click on the Block Verve Card. This service is only available for Verve card holders. Observation: please confirm card details used during Internet banking registration synchronises with customer’s existing card (ie there are situation where customer misplaces his/ her card from time to time and another card is issued and where card is expired). Please note that you can request for a new card in any of the following ways:

Visit our nearest branch to be issued a new card (link to Branch Directory)
Via our online banking platform; or
Reach our 24/7 Contact Centre Consultants on 01-2798800 or Contact Us to request a new card (link to Contact Us page)

How do I Confirm / Stop a cheque?

Go to the Manage Request menu, click on the Confirm Cheque link and enter details such as cheque number, beneficiary details, date on cheque, amount, etc. Thereafter, fill in your transaction password and click Submit.

I attempted to login and received the error message – "Invalid login/Password"

Contact Us to request a password reset. The password you will be sent is valid for 24hrs and you are required to change your password upon receipt of the new password. (link to Contact Us page)

I am unable to carry out transactions on my account

Reply the email with advise on your login details to request for a Transaction password or call the Contact Centre. Upon receipt of your Transaction password, you are required to acknowledge receipt within 24hrs in other to activate it.

I am unable to make an intra-bank transfer from my account to another FCMB account

Ensure that you have entered the correct Account name and Account number. Also check that you have internet access.

Can I transfer funds from FCMB to accounts in other banks?

Yes, you can.

FAQs ON FCMB ONLINE TOKEN

What is FCMB Online token app?

The FCMBOnline token app is a software token security application hosted on your mobile device that is used to authenticate transactions on FCMBOnline (Web). This is an alternative to the Hardware token and the SMS token. The FCMBOnline token app is downloadable on the mobile phone making it convenient to carry around without stress.

How can I download the mobile token app?

The app can be downloaded from any of the stores depending on your phone type (Apple store, Android store, BB store and Windows store – (Android Version, iOS , Windows & Blackberry once we go live)

How do I register as an Individual customer?

Step 1

Visit the App store of respective device (i.e. Android , iOS, Blackberry and Windows).
Search, download and install the FCMBOnline Token App.

Step 2

Log on to FCMBOnline (Internet Banking) personal version and click on the “Utilities” menu.
Select “FCMBOnline Mobile Token”.
Select account to debit for the mobile token activation.
Input Transaction Password and Authentication Code
Click on “Process Request” to register.
If Successful, the platform displays “Token Registration Successful” and customer is debited for the charges and the following activation details displayed.
- Serial Number – 10 digits
- Activation Code – 21 digits
- Customer ID
- QR Code for QR Code activation.

Step 3 - Token App Activation

Launch the App, Click on “Enter Details for New User” and input the following:
- Serial Number – 10 digits
- Activation Code – 21 digits
- Customer-ID
Click on “Activate”.

On the App, Click on “Scan QR code for New User”.
Phone switches to camera mode.
Customer Scan the QR Code with the phone.
Input the customer-ID
Click on “Activate”.

Registration is completed and the FCMBOnline Token App is ready for use.

How do I register as a Business customer?

Please download the app and visit the any FCMB branch to get your token activated

If I do not use the code (The generated token code) within one minute what happens?

You will need to regenerate a new code as the initial code will no longer be valid for any transaction.

What kind of mobile device supports the FCMBOnline token app?

All kinds of smart phones support the FCMBOnline token app. (Android Version, iOS , Windows & Blackberry once we go live)

Can I password the FCMBOnline token App?

Yes. You can password the app if you wish.

What happens if I change my phone or forgot app password? (Individual Customer)

Step 1

Visit the App store of respective device (i.e. Android , iOS, Blackberry and Windows).
Search, download and reinstall the FCMBOnline Token App.

Step 3

Log on to FCMBOnline personal version and click on the “Utilities” menu.
Select “FCMBOnline Mobile Token”.
Input Transaction Password and Authentication Code
Click on “Process Request” to reactivate.
If Successful, the platform displays “Token Reactivation Successful” without any charge with the following reactivation details displayed.
- Serial Number – 10 digits
- Activation Code – 21 digits
- Reactivation Code
- Customer ID (the first 7 digits of your account number)
- QR Code for QR Code activation.

Step 3

Launch the App, Click on “Enter Details for Existing User” and input the following:
- Serial Number – 10 digits
- Activation Code – 21 digits
- Reactivation Code -3 digits
- Customer-ID
Click on “Reactivate”.

On the App, Click on “Scan QR code for Existing User”.
Phone switches to camera mode.
Customer Scan the QR Code with the phone.
Input the customer-ID
Click on “Reactivate”.

Reactivation is completed and the FCMBOnline Token App is ready for use.

What happens if I change my phone or forgot app password? (Business Customer)

Please download the app and visit the any FCMB branch to get your token reactivated.

What happens if I change my phone number?

Changing your phone number does not affect the application. You will still be able to use the app after a reactivation is done.

Can I have the app on two different phones?

No. This app can only be downloaded on one phone per user as it captures the customer ID of every user.

What are the benefits of using the mobile token app?

It is convenient for customers who don’t wish to carry hardware device around and there is no telecommunication SMS delivery delay.

How much is the FCMB Online token?

The FCMB Online token is N2625.00 only

FAQs on FCMBMobile

Click here to view and or download a STEP BY STEP Document ON FCMB MOBILE

What is FCMBMobile?

FCMBMobile is the Mobile Banking service of First City Monument Bank Limited. It is an account-based Electronic Funds Transfer application which allows subscribers to make use of their mobile phones to carry out banking transactions. With it, you carry out basic banking transactions conveniently on your mobile phone within Nigeria, anywhere, anytime.

Why do I need FCMBMobile?

FCMBMobile enables you to carry out transactions while on the move. It provides convenience, as you can perform critical banking transactions from your mobile phone without having to visit the banking hall.

What are the benefits of using FCMBMobile?

Access your account anywhere anytime
Remit funds to your loved ones and business associates without hassle
Pay your bills at your convenience (DSTV)
Pay business partners and suppliers without stress
Carry out transactions round the clock; it’s a 24/7 service.
Save yourself the time of having to visit the banking hall every time.

What transactions can be carried out on FCMBMobile?

The transactions available on the FCMBMobile service include:

Funds transfer (Inter-Bank and Intra-Bank)
Bills payment
Airtime purchase
Balance enquiry
Mini statement
Cardlex ATM

What types of phones can support FCMBMobile?

All customers that are on the GSM networks can get registered on FCMBMobile. In other words, all kinds of mobile phones support FCMBMobile.

How can I get FCMBMobile application on my phone?

a. For internet-enabled Smart phones

Send D FCMB as an SMS to 20220 from any of the following networks: MTN, Glo, Airtel or Etisalat
You will receive a text message from eTranzact containing a link – the FCMBMobile service application (this will be delivered as a .jar file).
Click on the link to start downloading the file. The application file is downloaded into the Games, Downloads or Application folder
Choose Activate with Account and enter your account and mobile number as registered with the bank during account opening. Enter any password of your choice and select your network provider
You will receive a Profile synchronisation successful message at the end of the exercise.
Follow the instruction in the congratulatory text to receive your PIN immediately via SMS; or call Contact Centre on 01-2798800 or send mail to customerservice@fcmb.com and ask for activation
Log into FCMBMobile application and change your PIN.
Visit a nearby branch for data capture, in order to increase your daily transaction limit or send mail to customerservice@fcmb.com.

b) For non-smart phones (e.g. Nokia 3301, Nokia 103, Nokia 700)

Dial *389*214# on any of the following networks – MTN, Glo, Airtel and Etisalat
Select Activate with account by dialling the number assigned to it
Enter your account number
A message will appear on your screen Congratulations you have been successfully synchronised
Call Contact Centre for activation and PIN
Once you get your PIN, dial *389*214# and select Services, then select Change PIN, enter the default PIN and your new PIN, then confirm your new pin.

Note: You should always dial *389*214# whenever you want to use the service. You can save *389*214# on your phone as FCMBMobile for easy access.

c) For others:

For Android Phone – Go to Play Store
For Blackberry Q10, Z10 etc – Go to Blackberry World
For Nokia Lumia – Go to Market Store
For iPhone, iPad – Go to Apple Store
Other Java enabled phones including BB Curve and Bold - Text D FCMB to 20220

What memory space is needed on phones to install FCMBMobile?

At least 128KB of free memory space is required on phones.

Do applicants need to have an account with FCMB before they can use FCMBMobile?

Yes. FCMBMobile is restricted to FCMB account holders only.

Can funds be transferred to accounts in other banks with FCMBMobile?

Yes, except to Citi Bank and Standard Chartered accounts.

How much am I charged when I make transfers between accounts?

Transfers to an account within FCMB attract no charge while transfers to an account in another bank costs N100 only.

How much is charged when airtime is bought with FCMBMobile?

No extra fee is charged. You only pay for the exact amount of airtime purchased. In fact, for airtime top up you need not have airtime on your phone to do a top up.

How much is charged when a balance enquiry is done with FCMBMobile?

This service is free.

How do I initiate a transaction?

To pay your DSTV bill, follow these steps:

Select Bill Payment on the main menu.
Select the Pay DSTV option
In the space provided, enter your smart card number, amount and PIN
Press the Proceed button the confirmation page is displayed.
Press the Proceed button. The next screen is displayed.
Select your preferred method and then click on Proceed (if you chose the SMS method, on some phones, you will prompted twice to approve, by choosing Yes, that the SMS be sent.)

How do I purchase Airtime?

There are two main methods of airtime purchase – Topup or Pincode. With Topup, the indicated phone is recharged automatically and no Airtime Voucher Number is received. In a Pincode Purchase, an Airtime Voucher Number is received and the indicated phone is not recharged automatically. The Airtime Voucher Number must be loaded manually into the phone in the usual way.

To purchase airtime to recharge the FCMBMobile phone, follow these steps:

Select Phone Recharge on the main menu
Select Topup to make a Topup Airtime Purchase or Pin Code to make a Pincode Purchase
Select Self if you are buying for yourself or Third Party for others
Select your network
Select airtime value, enter PIN and select Send

How to initiate Inter-Bank/Intra-Bank Funds Transfer

To transfer funds to an account in another bank, follow these steps:

Select Funds Transfer on the main menu. The menu below is next displayed:
- Select the Bank Accounts option
- Select the Beneficiary’s bank
- Enter the beneficiary’s account number, beneficiary’s phone number; enter a narration (optional), amount and select account to use; select account type and then enter your pin
- Press the Proceed button. The Confirmation Page is displayed.
- Press the button.
- Select your preferred method and then press Proceed. (If you chose the SMS method, on some phones you Proceed will prompted twice to approve, by choosing Yes, that the SMS be sent.)
An SMS is received showing whether or not the transfer was successful.

How much is charged when a request for a mini-statement is made?

This service is free

How much am I charged on SMS for my transactions?

SMS costs N10

How many times can the application be used in a day?

The application can be used as many times as needed daily

Is FCMBMobile restricted to a particular location or region in Nigeria?

No. FCMBMobile can be used anywhere in Nigeria once there is network service on your phone.

What is the maximum amount that can be transferred via FCMBMobile every day?

The maximum that can be transferred via FCMBMobile is N200,000 per day. You can however, ask for your limit to be increased to N500,000 by calling the contact centre or visiting any FCMB Branch.

What account type can be used for transactions on FCMBMobile?

Both current and savings accounts can be used.

If I misplace my phone, what happens to my account?

All transactions on FCMBMobile require the subscribers PIN. Thus, if an unauthorised person has possession of your phone, s/he cannot make any transaction on FCMBMobile except he knows your PIN.

How safe is the application?

All transactions on FCMBMobile are PIN protected and further authenticated by special account codes. Additionally, the network over which the transactions are carried out is Triple Des secured.

What do I do when I change my mobile number?

First you need to visit any FCMB branch to carry out a customer profile update to reflect your new number.
Call the contact centre on 01-2798800 and inform them so that your existing profile can be updated
Thereafter, delete the existing FCMBMobile app on your phone
Download the FCMBMobile App afresh on your new phone. Depending on your phone type:
- For Android Phone – Go to Play store
- For Blackberry Q10, Z10 etc – Go to Blackberry store
- For Nokia Lumia – Go to Market store
- For iPhone, iPad – Go to Apple store
- Other Java enable phones including BB Curve and Bold - Text D FCMB to 20220
Upon successful download of the app and receipt of successful synchronization message, select Menu – Register with Account
Input your phone number as registered with the ban and also your account number
Select your network, then send
You will receive a congratulatory message notifying you that you have been successfully activated on FCMBMobile. Kindly Contact Us or visit the branch for your pin.
Upon receipt of the pin go to the security menu, change the pin and continue enjoying the FCMBMobile Services
Should you require any support please Contact Us (link to Contact Us page)

I have forgotten my FCMBMobile PIN. What do I do?

If you forget your FCMBMobile PIN, kindly ask for a reset at the nearest branch or Contact Us (link to branch directory and Contact Us page respectively)

I have ported my line. What do I do?

To ensure uninterrupted use of FCMBMobile, when you port your line, kindly Contact Us to request your phone number be logged on the ported line application. Typically sorted within 48 hours after request, this will allow you synchronise or change setup to get your PIN, as well as receive transaction alerts on your ported line.